Data access system for representatives

ABSTRACT

Embodiments described herein disclose methods and systems for providing selective data access to representatives. In some embodiments, the system can monitor a call between a user and a representative regarding a subject matter. The user can have an associated profile with data, and the data can be locked such that the representative cannot access the data. During the conversation between the representative and the user, the system can continuously convert both parties&#39; speech into text. The system can determine an intent of the call based on the text and unlock a portion of the data about the user based on the determined intent of the call. Only the unlocked portion of the data is displayed to the representative.

CROSS-REFERENCE TO RELATED APPLICATIONS

This application is continuation of U.S. Non-Provisional applicationSer. No. 17/143,737, filed on Jan. 7, 2021, entitled “DATA ACCESS SYSTEMFOR REPRESENTATIVES,” which is a continuation of U.S. Non-Provisionalapplication Ser. No. 16/706,557, filed on Dec. 6, 2019, entitled “DATAACCESS SYSTEM FOR REPRESENTATIVES,” which is a non-provisional of andclaims priority to U.S. Provisional Application No. 62/781,471, filed onDec. 18, 2018, entitled “DATA ACCESS SYSTEM FOR REPRESENTATIVES,” all ofwhich are hereby incorporated by reference in their entireties for allpurposes.

BACKGROUND

Companies constantly try to find the proper amount of data access foremployees. That is, employees need to have enough access to performtheir job duties but generally do not need access to all information.Data access for employees such as customer service representatives isbecoming increasingly important as privacy becomes a further concern forcompanies.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a block diagram illustrating an overview of devices on whichsome implementations can operate.

FIG. 2 is a block diagram illustrating an overview of an environment inwhich some implementations can operate.

FIG. 3 is a block diagram illustrating components which, in someimplementations, can be used in a system employing the disclosedtechnology.

FIG. 4 is a flow diagram illustrating a process used in someimplementations for providing selective data access.

The techniques introduced here may be better understood by referring tothe following Detailed Description in conjunction with the accompanyingdrawings, in which like reference numerals indicate identical orfunctionally similar elements. Moreover, while the technology isamenable to various modifications and alternative forms, specificembodiments have been shown by way of example in the drawings and aredescribed in detail below. The intention, however, is not to limit thetechnology to the particular embodiments described. On the contrary, thetechnology is intended to cover all modifications, equivalents, andalternatives falling within the scope of the technology as defined bythe appended claims.

DETAILED DESCRIPTION

As privacy becomes a focus for many companies, companies that storecustomer information are being forced to control data access to customerinformation. That is, some employees have access to customer data whileothers will have little or no access to customer data. There are easycases in which access does not need to be granted to employees. Forexample, property inspectors do not need access to the homeowner'spersonal information such as social security number, mortgage,employment status and birthday. However, a customer or member servicerepresentative (“representative”) may, during the course of a call witha customer, need access to various information to better serve thecustomer.

Current systems lack to the technology to adequately protect customerinformation and allow representatives to perform their job duties.Current systems provide access to all customer information torepresentatives, regardless of the type of information being requestedor discussed. While convenient, providing such uncontrolled access cancause issues. For example, in some circumstances, representatives mayuse the information carelessly or nefariously. Should the representativenotice something interesting in the customer's profile, therepresentative may review the user's social media pages or finances outof curiosity. In other circumstances, the representative could collect acustomer's information and sell it or otherwise partake in illegalactivities. Even if the representative does nothing with the customerdata, providing access to the customer data can put the company and/oremployee at risk of claims. Another issue of providing unlimitedcustomer data to representatives is that fraudsters may trick therepresentative into giving out customer data. For example, a fraudstermay ask the representative about some of the customer's past or personalinformation to use in other scenarios (e.g., “What color was my lastHonda?” or “What birth date do you have for me in the system?”). In manycases, much of the user's personal information is not relevant to thecall (e.g., the user's birth date, social security number).

Systems and methods disclosed herein address the challenge of adequatelyprotecting customer information and yet allowing a representative toperform his or her duties. In some embodiments, an organization receivesa call from a user. The call can be received by an interactive voiceresponse (IVR) system and the user can provide identification and, insome cases, authentication information. The IVR system can determine thesubject matter the user is calling about (e.g., home insurance, propertyclaim). When the call is routed to a representative, the system canmonitor the call between the user and the representative. The user canhave an associated profile with data about the user (e.g., birthday,family members, salary, employment status, products or services with theorganization). Such data can be locked such that the representativecannot access the data. As the user and the representative converse, thesystem can continuously convert the speech from the call into text. Thesystem can determine an intent of the call and what information therepresentative needs to know based on an analysis of the text. A portionof the data form the user's profile can be unlocked based on thedetermined intent of the call. Such unlocked data can be displayed on adisplay screen of the representative or the representative can accessthe unlocked data in another way. As the user and the representativecontinue conversing, additional data can be unlocked as needed.

The user may request additional information about a product or abouthimself or herself that is outside of the initial subject matter of thecall. Assuming the data is unlocked, the representative can provide suchinformation to the user. As the conversation continues and the speech isdetermined and analyzed for intent, the system can indicate to therepresentative the information by flashing the information on the screenor highlighting a certain portion of the screen or bringing up anautomated chat box with the answer.

If, on the other hand, the user asks for information that is still partof the locked data, the representative can ask the user to provideauthentication data (e.g., birthday) to further verify the user'sidentity before handing out additional or more sensitive information.The authentication data can be input into a one-way function such as ahash function. The system can compare the output of the authenticationdata after being hashed with the output of previously provided andhashed data using the same hash function. If the outputs (hashes) arethe same, then the user has provided correct information and the user'strust level has been elevated such that additional data can be unlockedand displayed on the representatives display screen or otherwiseprovided to the representative. Thus, the sensitive data can stayprotected if the user cannot provide the proper credentials. In responseto the user not providing the proper authentication information, thecall can be transferred to a fraud unit or other service equipped tohandle calls needing additional authentication.

In some embodiments, the one-way function can be used to verifyinformation. That is, if the user asks the representative to provideinformation that the user should know (e.g., social security number),the representative can confirm that a user-provided social securitynumber matches what is recorded in the system using the one-way functionbut cannot actually see the social security number that is recorded inthe system. Thus, the representative cannot give out the social securitynumber unknowingly.

To determine the intent of the call based on the conversation,artificial intelligence can be used. A model can be trained and updated.When fraudulent calls occur, such data can be used as examples ofpotentially fraudulent behavior when analyzing call data.

The system can generate a list of products or services potentially ofinterest to the user based on the profile of the user and the text.Additional portions of the data can be unlocked based on this list anddisplayed to the representative, allowing the representative to act onpotential marketing leads if appropriate.

This disclosure describes systems and processes designed to increasedata security for information used by representatives when servicingcustomers by limiting data access using unique targeted techniques.Various embodiments may provide one or more of the followingtechnological improvements: (1) increase security by selectivelylimiting representative data access to subject matter being discussedduring a call or otherwise indicated; (2) increase efficiency ofrepresentatives by providing targeted information to the representativequicker; and (3) reduce the likelihood that a representative willunknowingly give away data by requiring additional authentication orconfirmation using a one-way function.

In the following description, for the purposes of explanation, numerousspecific details are set forth in order to provide a thoroughunderstanding of embodiments of the present technology. It will beapparent, however, that embodiments of the present technology may bepracticed without some of these specific details

Suitable System

Several implementations are discussed below in more detail in referenceto the figures. Turning now to the figures, FIG. 1 is a block diagramillustrating an overview of devices on which some implementations of thedisclosed technology can operate. The devices can comprise hardwarecomponents of a device 100 that manage payment card transactionauthorizations. Device 100 can include one or more input devices 120that provide input to the CPU (processor) 110, notifying it of actions.The actions are typically mediated by a hardware controller thatinterprets the signals received from the input device and communicatesthe information to the CPU 110 using a communication protocol. Inputdevices 120 include, for example, a mouse, a keyboard, a touchscreen, aninfrared sensor, a touchpad, a wearable input device, a camera- orimage-based input device, a microphone, or other user input devices.

CPU 110 can be a single processing unit or multiple processing units ina device or distributed across multiple devices. CPU 110 can be coupledto other hardware devices, for example, with the use of a bus, such as aPCI bus or SCSI bus. The CPU 110 can communicate with a hardwarecontroller for devices, such as for a display 130. Display 130 can beused to display text and graphics. In some examples, display 130provides graphical and textual visual feedback to a user. In someimplementations, display 130 includes the input device as part of thedisplay, such as when the input device is a touchscreen or is equippedwith an eye direction monitoring system. In some implementations, thedisplay 130 is separate from the input device. Examples of displaydevices are: a LCD display screen; a LED display screen; a projected,holographic, or augmented reality display (such as a heads-up displaydevice or a head-mounted device); and so on. Other I/O devices 140 canalso be coupled to the processor, such as a network card, video card,audio card, USB, FireWire or other external device, camera, printer,speakers, CD-ROM drive, DVD drive, disk drive, or Blu-Ray device.

In some implementations, the device 100 also includes a communicationdevice capable of communicating wirelessly or wire-based with a networknode. The communication device can communicate with another device or aserver through a network using, for example, TCP/IP protocols. Device100 can utilize the communication device to distribute operations acrossmultiple network devices.

The CPU 110 can have access to a memory 150. A memory 150 includes oneor more of various hardware devices for volatile and non-volatilestorage, and can include both read-only and writable memory. Forexample, a memory can comprise random access memory (RAM), CPUregisters, read-only memory (ROM), and writable non-volatile memory,such as flash memory, hard drives, floppy disks, CDs, DVDs, magneticstorage devices, tape drives, device buffers, and so forth. A memory 150is not a propagating signal divorced from underlying hardware; a memoryis thus non-transitory. A memory 150 can include program memory 160 thatstores programs and software, such as an operating system 162, dataaccess system 164, and other application programs 166. A memory 150 canalso include data memory 170 that can include data profiles (e.g.,products or services the user has with the company, financialinformation, family status, employment information, age, social securitynumber, health information), and user preferences for therepresentatives, which can be provided to the program memory 160 or anyelement of the device 100.

Some implementations can be operational with numerous other generalpurpose or special purpose computing system environments orconfigurations. Examples of well-known computing systems, environments,and/or configurations that may be suitable for use with the technologyinclude, but are not limited to, personal computers, server computers,handheld or laptop devices, cellular telephones, wearable electronics,gaming consoles, tablet devices, multiprocessor systems,microprocessor-based systems, set-top boxes, programmable consumerelectronics, network PCs, minicomputers, mainframe computers,distributed computing environments that include any of the above systemsor devices, or the like.

FIG. 2 is a block diagram illustrating an overview of an environment 200in which some implementations of the disclosed technology can operate.Environment 200 can include one or more client computing devices 205A-D,examples of which can include device 100. Client computing devices 205can operate in a networked environment using logical connections throughnetwork 230 to one or more remote computers, such as a server computingdevice 210.

In some implementations, server computing device 210 can be an edgeserver that receives client requests and coordinates fulfillment ofthose requests through other servers, such as servers 220A-C. Servercomputing devices 210 and 220 can comprise computing systems, such asdevice 100. Though each server computing device 210 and 220 is displayedlogically as a single server, server computing devices can each be adistributed computing environment encompassing multiple computingdevices located at the same or at geographically disparate physicallocations. In some implementations, each server computing device 220corresponds to a group of servers.

Client computing devices 205 and server computing devices 210 and 220A-Ccan each act as a server or client to other server/client devices.Server 210 can connect to a database 215. Servers 220A-C can eachconnect to a corresponding database 225A-C. As discussed above, eachserver 220A-C can correspond to a group of servers, and each of theseservers can share a database or can have their own database. Databases215 and 225 can warehouse (e.g., store) information such as applicationprograms 166. A memory 150 can also include data memory 170 that caninclude data profiles (e.g., products or services the user has with thecompany, financial information, family status, employment information,age, social security number, health information), and user preferencesfor the representative. Though databases 215 and 225A-C are displayedlogically as single units, databases 215 and 225A-C can each be adistributed computing environment encompassing multiple computingdevices, can be located within their corresponding server, or can belocated at the same or at geographically disparate physical locations.

Network 230 can be a local area network (LAN) or a wide area network(WAN), but can also be other wired or wireless networks. Network 230 maybe the Internet or some other public or private network. Clientcomputing devices 205A-D can be connected to network 230 through anetwork interface, such as by wired or wireless communication. While theconnections between server 210 and servers 220A-C are shown as separateconnections, these connections can be any kind of local, wide area,wired, or wireless network, including network 230 or a separate publicor private network.

FIG. 3 is a block diagram illustrating components 300 which, in someimplementations, can be used in a system employing the disclosedtechnology. The components 300 include hardware 302, general software320, and specialized components 340. As discussed above, a systemimplementing the disclosed technology can use various hardware,including processing units 304 (e.g., CPUs, GPUs, APUs, etc.), workingmemory 306, storage memory 308, and input and output devices 310.Components 300 can be implemented in a client computing device such asclient computing devices 205 or on a server computing device, such asserver computing device 210 or 220A-C. In some embodiments, somecomponents of components 300 can be implemented in a client computingdevice while others are implemented on a server computing device.

General software 320 can include various applications, including anoperating system 322, local programs 324, and a basic input outputsystem (BIOS) 326. Specialized components 340 can be subcomponents of ageneral software application 320, such as local programs 324.Specialized components 340 can include authentication module 344, speechto text module 346, intent determination module 348, access module 350,leads module 352, evaluation module 354, and components that can be usedfor transferring data and controlling the specialized components, suchas interface 342. In some implementations, components 300 can be in acomputing system that is distributed across multiple computing devicesor can be an interface to a server-based application executing one ormore of specialized components 340.

Authentication module 344 authenticates a caller when the user firstcalls an organization. Authentication module 344 can identify the userby the user's device or other characteristics (e.g., voice biometrics)and request information from the user (e.g., personal identificationnumber). The user can have a profile with information relating to theuser (e.g., personal identification number registered devices,employment status, products and services held with the company,financial information, social security number, birthday). The data inthe user's profile can be locked such that representatives do not haveunlimited access to such data. The information in the user's profile canbe used to authenticate the user. In some embodiments, the functionalityof authentication module 344 can be done in part or full by an IVRsystem. Authentication module 344 can further determine a preliminarysubject matter for which the user is calling such that the call can bedirected to a representative.

While the IVR system is assisting the user and after the call has beentransferred to a representative, speech to text module 346 can monitorthe call and conversation and continuously convert the speech of eachparty to text.

Intent determination module 348 analyzes the text of the call (and,sometimes, an initial subject matter determined by the IVR system) todetermine an intent of the call. Intent determination module 348 can useartificial intelligence to aid in the determination process. Forexample, if the user is calling about an automobile insurance claim, theuser may have specified “auto insurance” at the IVR system stage butintent determination module 348 can determine that the user really meantto call about a particular automobile insurance claim based on theconversation.

Once a subject matter has been determined, access module 350 unlocks theportion of data in the user's profile relevant to the subject matter ofthe call. In some embodiments, such information (and only suchinformation) can surface to the representative's screen so that therepresentative can help the user. In some embodiments, data relating tothe user can appear on the screen with the locked portion beingobscured. By obscuring the locked portions and keeping the lockedportions in places the information would typically be found, therepresentative can see what types of information is available for theuser.

When the user asks for confirmation of specific information locked bythe access module 350, access module 350 can unlock data using a secondmethod. Access module 350 can include a one-way function (e.g., hashfunction) that outputs a fixed length result. The same input to theone-way function will always give the same output. However, if any ofthe input data has changed, the output will be different. For example,the user can ask the representative what birthday is listed in thesystem for the user. Instead of access module 350 providing suchinformation to the representative, access module 350 can instead confirmthe birthday information using the one-way function. Thus, therepresentative can confirm that the correct birthday is input but cannotprovide the birthday. If the user does not know their birthday, the useris probably a fraudster and the representative will be prevented fromtelling the fraudster the information. To confirm the birthday, therepresentative can ask the user to state the user's birthday. Thebirthday can be input into access module 350 and access module 350 cancreate an output. The output of the received birthday can be comparedwith an output of the previously recorded birthday input into theone-way function. If the outputs are the same, then the representativecan confirm that the system has the correct birthday recorded. On theother hand, if the user was simply asking to obtain information aboutthe alleged caller nefariously, the representative did not have accessto the user's real birthday to accidentally give to the fraudster.

During the course of the conversation, the user can ask therepresentative a question that requires the representative to review theuser's information that is outside of or more sensitive than the initialsubject matter of the call. In some cases, the requested data is notlocked, and the representative can access the data. Based on theconversation, access module 350 can determine what information isnecessary and display the unlocked information for the representative.When, however, the data is locked, the representative may be required toobtain additional information from the user to verify the user'sidentity (e.g., to a higher level). Because the representative does nothave access to all information to verify the user's identity, therepresentative can use the one-way function to further authenticate theuser and thus unlock additional data. For example, the user can ask theuser for a social security number and input the number into the one-wayfunction. If the one-way function compares the output with the output ofthe system's previously recorded social security number from the one-wayfunction, then additional data can be unlocked. If the outputs do notmatch, the representative can transfer the user to anotherrepresentative (e.g., fraud unit, representative with additionalaccesses).

Leads module 352 analyzes the current products and services purchased bythe user and based on the current products and services and the analysisof the conversation, determines other products or services that may beof interest to the user. Leads module 352 can display a list of theproducts and services that may be of interest to the user on therepresentative's screen. Additionally, access module 350 can unlock theuser's personal data relating to the products and services. For example,leads module 352 determines that the user got married (e.g., therecently changed his or her name and added the spouse onto accounts),leads module 352 can determine that the user may be interested in lifeinsurance. Thus, access module 350 can display on the representative'sscreen that the user is married and suggest that the representativemention that the user may want to consider life insurance due the user'srecent marriage.

Evaluation module 354 can evaluate the conversation either in real-timeor asynchronously to determine fraud, train a model, and/or assist arepresentative.

Those skilled in the art will appreciate that the components illustratedin FIGS. 1-3 described above, and in each of the flow diagrams discussedbelow, may be altered in a variety of ways. For example, the order ofthe logic may be rearranged, substeps may be performed in parallel,illustrated logic may be omitted, other logic may be included, etc. Insome implementations, one or more of the components described above canexecute one or more of the processes described below.

FIG. 4 is a flow diagram illustrating a set of operations 400 forproviding selective data access. Monitoring operation 402 monitors acall between a user and a representative. During the initial portion ofthe conversation, most if not all, of the user's information is lockedsuch that the data is not accessible to the representative. Convertingoperation 404 continuously converts the conversation from the call intotext. Thus, the text includes multi-party speech inputs. Analyzingoperation 406 analyzes the text of the call to determine an intent. Forexample, is the user calling about banking status or investment advice?Unlocking operation 408 unlocks a portion of the locked data in theuser's profile based on the intent of the call. For example, if the useris calling about an auto insurance claim, the system may unlock theuser's automobile insurance policy and information regarding the claimthus far. Displaying operation 410 can display only the unlocked portionof the data on the representative's screen.

Receiving operation 412 receives a request for the representative toprovide or use information about the user that is locked either becauseit is more sensitive, off-topic, or otherwise unavailable to therepresentative. To unlock the data, in requesting operation 414, therepresentative can request authentication information from the user.Inputting operation 416 can input the authentication information into aone-way function which returns an output. Comparing operation 418 cancompare the output of the one-way function of the receivedauthentication information with an output of the one-way function of theequivalent data in the user's profile. Decision operation 420 determineswhether the outputs match. When the outputs do not match, decisionoperation 420 can branch to denying operation 422 where the user'srequest for addition information is denied by the representative and therepresentative can transfer the call to a different representative withadditional accesses or the fraud unit. When the outputs match, the useris authenticated to a higher level and decision operation 420 can branchto unlocking operation 424 where the system unlocks an additionalportion of the locked data for the representative to assist the user.

CONCLUSION

Unless the context clearly requires otherwise, throughout thedescription and the claims, the words “comprise,” “comprising,” and thelike are to be construed in an inclusive sense, as opposed to anexclusive or exhaustive sense; that is to say, in the sense of“including, but not limited to.” As used herein, the terms “connected,”“coupled,” or any variant thereof means any connection or coupling,either direct or indirect, between two or more elements; the coupling orconnection between the elements can be physical, logical, or acombination thereof. Additionally, the words “herein,” “above,” “below,”and words of similar import, when used in this application, refer tothis application as a whole and not to any particular portions of thisapplication. Where the context permits, words in the above DetailedDescription using the singular or plural number may also include theplural or singular number respectively. The word “or,” in reference to alist of two or more items, covers all of the following interpretationsof the word: any of the items in the list, all of the items in the list,and any combination of the items in the list.

Several implementations of the disclosed technology are described abovein reference to the figures. The computing devices on which thedescribed technology may be implemented can include one or more centralprocessing units, memory, input devices (e.g., keyboards and pointingdevices), output devices (e.g., display devices), storage devices (e.g.,disk drives), and network devices (e.g., network interfaces). The memoryand storage devices are computer-readable storage media that can storeinstructions that implement at least portions of the describedtechnology. In addition, the data structures and message structures canbe stored or transmitted via a data transmission medium, such as asignal on a communications link. Various communication links can beused, such as the Internet, a local area network, a wide area network,or a point-to-point dial-up connection. Thus, computer-readable mediacan comprise computer-readable storage media (e.g., “non-transitory”media) and computer-readable transmission media.

As used herein, being above a threshold means that a value for an itemunder comparison is above a specified other value, that an item undercomparison is among a certain specified number of items with the largestvalue, or that an item under comparison has a value within a specifiedtop percentage value. As used herein, being below a threshold means thata value for an item under comparison is below a specified other value,that an item under comparison is among a certain specified number ofitems with the smallest value, or that an item under comparison has avalue within a specified bottom percentage value. As used herein, beingwithin a threshold means that a value for an item under comparison isbetween two specified other values, that an item under comparison isamong a middle specified number of items, or that an item undercomparison has a value within a middle specified percentage range.

As used herein, the word “or” refers to any possible permutation of aset of items. For example, the phrase “A, B, or C” refers to at leastone of A, B, C, or any combination thereof, such as any of: A; B; C; Aand B; A and C; B and C; A, B, and C; or multiple of any item, such as Aand A; B, B, and C; A, A, B, C, and C; etc.

The above Detailed Description of examples of the technology is notintended to be exhaustive or to limit the technology to the precise formdisclosed above. While specific examples for the technology aredescribed above for illustrative purposes, various equivalentmodifications are possible within the scope of the technology. Forexample, while processes or blocks are presented in a given order,alternative implementations may perform routines having steps, or employsystems having blocks, in a different order, and some processes orblocks may be deleted, moved, added, subdivided, combined, and/ormodified to provide alternative or subcombinations. Each of theseprocesses or blocks may be implemented in a variety of different ways.Also, while processes or blocks are at times shown as being performed inseries, these processes or blocks may instead be performed orimplemented in parallel, or may be performed at different times.Further, any specific numbers noted herein are only examples:alternative implementations may employ differing values or ranges.

The teachings of the technology provided herein can be applied to othersystems, not necessarily the system described above. The elements andacts of the various examples described above can be combined to providefurther implementations of the technology. Some alternativeimplementations of the technology may include not only additionalelements to those implementations noted above, but also may includefewer elements.

These and other changes can be made to the technology in light of theabove Detailed Description. While the above description describescertain examples of the technology, and describes the best modecontemplated, no matter how detailed the above appears in text, thetechnology can be practiced in many ways. Details of the system may varyconsiderably in its specific implementation, while still beingencompassed by the technology disclosed herein. As noted above,particular terminology used when describing certain features or aspectsof the technology should not be taken to imply that the terminology isbeing redefined herein to be restricted to any specific characteristics,features, or aspects of the technology with which that terminology isassociated. In general, the terms used in the following claims shouldnot be construed to limit the technology to the specific examplesdisclosed in the specification, unless the above Detailed Descriptionsection explicitly defines such terms. Accordingly, the actual scope ofthe technology encompasses not only the disclosed examples, but also allequivalent ways of practicing or implementing the technology under theclaims.

To reduce the number of claims, certain aspects of the technology arepresented below in certain claim forms, but the applicant contemplatesthe various aspects of the technology in any number of claim forms. Forexample, while only one aspect of the technology is recited as acomputer-readable medium claim, other aspects may likewise be embodiedas a computer-readable medium claim, or in other forms, such as beingembodied in a means-plus-function claim. Any claims intended to betreated under 35 U.S.C. § 112(f) will begin with the words “means for”,but use of the term “for” in any other context is not intended to invoketreatment under 35 U.S.C. § 112(f). Accordingly, the applicant reservesthe right to pursue additional claims after filing this application topursue such additional claim forms, in either this application or in acontinuing application.

What is claimed is:
 1. A computerized method comprising: monitoring acall between a user and a representative regarding a subject matter,wherein the user has a user profile with personal information of theuser, and wherein the personal information is locked such that therepresentative cannot initially access the personal information; atmultiple points during the call, converting, by a processor, audio fromthe call between the user and the representative on the call, into text;determining an intent of the call based on the text; generating a listof at least one product or service to market to the user based on theuser profile of the user and the intent of the call, wherein therepresentative can view the list of the at least one product or service;unlocking a portion of the personal information in the user profilebased on the list of the at least one product or service, wherein therepresentative can view the at least one product or service and theunlocked portion of the personal information in the user profile for theat least one product or service; displaying a visual indication, in theunlocked portion of the personal information in the user profile, toidentify at least one item in the user profile related to the list ofthe at least one product or service; receiving authenticationinformation from the user to unlock an additional portion of thepersonal information; authenticating the user based on the receivedauthentication information using a one-way function; and in response toauthenticating the user, unlocking the additional portion of thepersonal information for access by the representative.
 2. Thecomputerized method of claim 1, further comprising: training a model todetermine, based on text from multi-party speech inputs of multiplecalls, call intents by analyzing the text with the model.
 3. Thecomputerized method of claim 1, further comprising: receiving, from theuser, a request for information relating to the user; and in response tothe information being part of the locked portion of the personalinformation, requesting the authentication information from the user. 4.The computerized method of claim 1, wherein the one-way function is ahash function, the method further comprising: verifying the receivedauthentication information based on a comparison of an output of thehash function with an output of the authentication informationpreviously input into the hash function.
 5. The computerized method ofclaim 1, further comprising: displaying the unlocked additional portionof the personal information on a display screen of the representative.6. The computerized method of claim 1, further comprising: inputting thereceived authentication information into the one-way function; comparingan output of the one-way function with an output of the authenticationinformation previously input into the one-way function; determining,based on the comparison, the output of the one-way function does notmatch the output of the authentication information; and transferring thecall to a different representative based on the output of the one-wayfunction not matching the output of the authentication information.
 7. Anon-transitory, computer-readable medium storing instructions that, whenexecuted by a computing system, cause the computing system to performoperations comprising: monitoring a call between a user and arepresentative regarding a subject matter, wherein the user has a userprofile with personal information of the user, and wherein the personalinformation is locked such that the representative cannot initiallyaccess the personal information; at multiple points during the call,converting, by a processor, audio from the call between the user and therepresentative on the call, into text; determining an intent of the callbased on the text; generating a list of at least one product or serviceto market to the user based on the user profile of the user and theintent of the call, wherein the representative can view the list of theat least one product or service; unlocking a portion of the personalinformation in the user profile based on the list of the at least oneproduct or service, wherein the representative can view the at least oneproduct or service and the unlocked portion of the personal informationin the user profile for the at least one product or service; displayinga visual indication, in the unlocked portion of the personal informationin the user profile, to identify at least one item in the user profilerelated to the list of the at least one product or service; receivingauthentication information from the user to unlock an additional portionof the personal information; authenticating the user based on thereceived authentication information using a one-way function; and inresponse to authenticating the user, unlocking the additional portion ofthe personal information for access by the representative.
 8. Thenon-transitory, computer-readable medium of claim 7, wherein theoperations further comprise: training a model to determine, based ontext from multi-party speech inputs of multiple calls, call intents byanalyzing the text with the model.
 9. The non-transitory,computer-readable medium of claim 7, wherein the operations furthercomprise: receiving, from the user, a request for information relatingto the user; and in response to the information being part of the lockedportion of the personal information, requesting the authenticationinformation from the user.
 10. The non-transitory, computer-readablemedium of claim 7, wherein the one-way function is a hash-function,wherein the operations further comprise: verifying the receivedauthentication information based on a comparison of the authenticationinformation with previously stored authentication information from thehash-function.
 11. The non-transitory, computer-readable medium of claim7, wherein the operations further comprise: in response to unlocking theadditional portion of the personal information, displaying the unlockedadditional portion of the personal information on a display screen ofthe representative.
 12. The non-transitory, computer-readable medium ofclaim 7, wherein the operations further comprise: determining theauthentication information is not valid; and in response to determiningthe authentication information is not valid, transferring the call to adifferent representative.
 13. A computing system comprising: one or moreprocessors; and one or more memories storing instructions that, whenexecuted by the one or more processors, cause the computing system toperform a process comprising: monitoring a call between a user and arepresentative regarding a subject matter, wherein the user has a userprofile with personal information of the user, and wherein the personalinformation is locked such that the representative cannot initiallyaccess the personal information; at multiple points during the call,converting, by a processor, audio from the call between the user and therepresentative on the call, into text; determining an intent of the callbased on the text; generating a list of at least one product or serviceto market to the user based on the user profile of the user and theintent of the call, wherein the representative can view the list of theat least one product or service; unlocking a portion of the personalinformation in the user profile based on the list of the at least oneproduct or service, wherein the representative can view the at least oneproduct or service and the unlocked portion of the personal informationin the user profile for the at least one product or service; displayinga visual indication, in the unlocked portion of the personal informationin the user profile, to identify at least one item in the user profilerelated to the list of the at least one product or service; receivingauthentication information from the user to unlock an additional portionof the personal information; authenticating the user based on thereceived authentication information using a one-way function; and inresponse to authenticating the user, unlocking the additional portion ofthe personal information for access by the representative.
 14. Thecomputing system according to claim 13, wherein the process furthercomprises: training a model to determine, based on text from multi-partyspeech inputs of multiple calls, call intents by analyzing the text withthe model.
 15. The computing system according to claim 13, wherein theprocess further comprises: receiving, from the user, a request forinformation relating to the user; and in response to the informationbeing part of the locked portion of the personal information, requestingauthentication information from the user.
 16. The computing systemaccording to claim 13, wherein the process further comprises: inputtingthe received authentication information into the one-way function; andverifying the received authentication information based on a comparisonof an output of the one-way function with an output of theauthentication information previously input into the one-way function.17. The computing system according to claim 13, wherein the processfurther comprises: in response to unlocking the additional portion ofthe personal information, displaying the unlocked additional portion ofthe personal information on a display screen of the representative.